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I am trying to restore my iPhone as I forgot my passcode.

Customer Question

I am trying to...

I am trying to restore my iPhone as I forgot my passcode. I've backed up just now & tried to do recovery mode. but it says 'iTunes could not connect to this iPhone. The value is missing.' and it won't let me reconnect my phone to my iTunes to restore it

Technician's Assistant: How old is the phone?

Please I don't know what to do

Technician's Assistant: How long has this been going on? What troubleshooting have you tried?

I think two years slightly more maybe

Technician's Assistant: Anything else you want the smartphone Expert to know before I connect you?

I tried to follow the Recovery mode instructions and also to press Home & Power button at the same time to try to solve the 'Value is missing' popup but it didn't work

Hi and Welcome. My Name is ***** ***** I look forward to assisting you today with your question.

Since you forgot the passcode, your only option is erase the iPhone from iCloud or force-restore the iPhone to factory settings through iTunes on your computer by putting it to DFU (Device Firmware Upgrade) mode, which will erase everything from it. This is how Apple designed it to protect the information of their users. (Note : DFU Mode is a method which allow you to bypass the passcode/disabled screen and get it restored)

But if you had backed up your iPhone to iTunes on your computer or iCloud, then you can restore all your data back after restoring your iPhone from iTunes/iCloud. You can also redownload all your past purchases for free using the same account.

Follow the steps below to restore your iPhone by putting it to DFU Mode.

On your iPhone press and hold the Home button and the Power button at the same time for 8 seconds.

After EXACTLY 8 seconds release the Power button. Continue holding the home button until your iTunes shows a message telling you that it has detected an iPhone in recovery mode.

Click OK or Restore

Note : Put it to DFU Mode while connected to computer and also in DFU Mode your iPhone will remain blank and will be unresponsive. It is normal. If it is not showing blank/black screen, then repeat the steps again. Timing is critical when you put it to DFU Mode. So keep trying until it goes to DFU Mode. And it will take a while to restore it.

Remember, it may take a while to restore the iPhone (the iOS firmware has to be downloaded, you will see the Download button - a downward arrow button with spinning circle around it, at the top right corner of iTunes screen. Click it to see the time remaining)

Please let me know if that didn't work, so I will continue to help you until we fix the problem.

Note : This is not my final answer. I strive to provide Excellent service or 5 star service. If you feel you've received anything less or if you are not satisfied or if my solutions didn't work, please don't rate me bad or poor or ok as it will badly affect my job here. Instead, please let me know and I will try my best to help you until you are fully satisfied or the issue is resolved.

Hi. Same issue as this page: it won't connect with itunes. the value is missing. It's locked. I've been attempting to use the fix posted here but holding the power & volume button for 8 seconds, etc i… read more

Hi Ashli... one of my students just got a iPhone 8 and forgot his password ***** no back up. I've tried to help him out but I keep getting the message that "iTunes could not connect to this iPhone. Th… read more

I have an iPhone 4. It is now disabled because I could not remember my passcode. It tells me to connect to iTunes but when I connect to my computer the computer says "itunes could not connecxt to this… read more

i have this same problem:iTunes could not connect to this iPhone. The value is missing.' hi that is the message i get when i connect to itunesi saw your advice for an iPhone 6, but i have a 7 and it d… read more

i forgot passcode JA: What's the make/model of your device? How old is it? Customer: i phone 6 1year old JA: How long has this been going on? What troubleshooting have you tried? Customer: recently JA… read more

HAVE AN IPhone 6. iN THE PROCES OF INSTALLING A NEW OPERATING SYSTEM, EG 11.3, AFTER I SAID hELLO, ANDGAVE THE PHONE MY FINGERPRINT, iT ASKED FOR A "PASSCODE. I ENTERED A PASSCODE, BUT FORGOT IT BEFOR… read more

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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.